This section describes problems you might have when logging in to, or using, your Atlassian account.
Unable to log in to Atlassian account using Safari on High Sierra
Possible cause | Action you can take |
---|---|
Cookies are not allowed. (Safari on High Sierra disallows cookies by default.) |
|
Unable to log in to Atlassian account using Chrome
Possible cause | Action you can take |
---|---|
Cookies are not allowed. |
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Unable to log in to Atlassian account using Internet Explorer
When attempting to log in to your Atlassian account using Internet Explorer you see the error message "Something has gone wrong".
Possible causes | Actions you can take |
---|---|
Cookies are not allowed in your computer's Internet Options. | Do either of the following:
You should also check that the correct security level is set, as described below. Read more about Atlassian cloud domains and IP address ranges. |
The security level for the 'Internet zone' is not set properly in your computer's Internet Options. | Do either of the following:
You should also check that cookies are allowed, as described above. Read more about Atlassian cloud domains and IP address ranges. |
Unable to log in to Atlassian account using Firefox
Possible cause | Action you can take |
---|---|
Cookies are not allowed. |
|
Unable to log in to Atlassian account using Microsoft Edge
Possible cause | Action you can take |
---|---|
Cookies are not allowed. |
|
Invitation emails for new users to sign up with Atlassian account get lost
When creating a new user in the 'User management' screen of an Atlassian cloud product, with Send invitation email selected, you see the 'email has been sent' message, as below, but the invitation email does not actually get sent.
Possible causes | Actions you can take |
---|---|
This can happen if you initially enter an invalid email address while creating the user. Although you correct the email address, or recreate the account with the correct address, the invitation does not get sent because the invalid email address has already been blocked. Other causes can include:
| You can do either of:
|
Account created with an Apple private relay address
Possible cause | Action you can take |
---|---|
You initially chose 'Hide my email' when signing in with Apple. This means we only receive an anonymous email address for you that looks like this: <code>@privaterelay.appleid.com Hiding your email can make collaboration difficult, because of the following:
| On your IOS device/iPhone
Or on the web
The next time you log in, you'll have the option to share your email after hiding your email. You'll now be able to collaborate on work with your team. |
Issues with two-step verification
This section describes problems you might have when using two-step verification to log in to your Atlassian account.
Your Atlassian account won't accept your verification code, but you know you're using the right code
- Make sure you're not entering a space
Some authentication apps display the verification code in two segments, for example:111 000
. However, you generally want to enter your code as a single string:111000
.
- Make sure you're looking at the code for the correct account
Many apps allow you to add several accounts and codes in the same app and some display in the same area. Verify you're looking at the correct verification app and the correct code for your Atlassian account.
- Make sure your phone has the correct time
Verification codes may not work if the time for your app and phone are different. If necessary, reset your phone's clock and then try to access your account again.
If you've tried everything in this list, log in with your emergency recovery key.
You've replaced your phone, or want to start using a different verification app
Disable two-step verification, then enable two-step verification again on your new phone or verification app.
Your emergency recovery key doesn't work or you've lost it
- Make sure it's not an old emergency recovery key. You may have already used that one previously and have your newest one saved elsewhere.
- If you have a managed account, speak to your organization administrator.
- If you have an unmanaged account click Can't find your recovery key? below the recovery code screen. Then click Send recovery email. After 48 hours you'll receive an email with a link that lets you access your account and directs you to the two-step verification settings page. You can also follow the instructions in the email to disable two-step verification or enroll a new device.
You log in with Google or SAML single sign-on
You can't use two-step verification. We recommend that you use Google's 2-Step Verification or your SAML provider's equivalent.
If you can choose between logging in with Google and an Atlassian account password, then you can enable two-step verification. However, we'll only request a verification code when you log in with an Atlassian account password, not when logging in with Google.
Issues with Single Sign-On with SAML
This section describes problems you might have when using Single Sign-On with SAML to log in to your Atlassian account.
If you see errors from your identity provider, use the provider's support and tools rather than Atlassian Support.
Unable to log in with single sign-on
Possible cause | Action you can take |
---|---|
There’s a few reasons why you may have trouble logging in with SAML single sign-on:
| Do either of the following:
|
SAML error messages
The following table lists the error messages related to SAML problems:
Errors | Possible issues |
---|---|
A plain error screen with no Atlassian branding. | You might have network connectivity issues with your IdP. Try refreshing the page. |
An error screen for your IdP. | You might have an issue with your IdP configuration, e.g. a user may not be able to access the Atlassian product from the IdP. Raise a ticket with your IdP to fix the issue. |
"Your email address has changed at your Identity Provider. Ask your administrator to make a corresponding change on your Atlassian products." | A known issue with the SAML Beta. You'll soon be able to change the email addresses of your managed accounts from User management. |
"We weren't able to log you in, but trying again will probably work." | SAML configuration was disabled for the user during the login process. Verify the SAML configuration and try again. |
| The IdP Entity Id in the SAML configuration of your site administration may be incorrect. Verify that you're using the correct Entity Id and try again. |
"xxx is not a valid audience for this Response" | The Service Provider Entity Id in the IdP SAML configuration may be incorrect. Verify that you're using the correct Entity Id and try again. |
"The response was received at xxx instead of xxx" | The Service Provider Assertion Consumer Service URL in the IdP SAML configuration may be incorrect. Verify that you're using the correct URL and try again. |
"The authenticated email address we were expecting was 'xxx', but we received 'xxx'. Please ensure they match exactly, including case sensitivity. Contact your administrator to change your email to match." | The user tried to log in to the IdP with an email address different from their Atlassian account email address. Verify that the user is logging in with the correct email address. Email addresses are also case sensitive. |
| You're most likely using an unsupported IdP. Verify your IdP configuration by making sure you've done the following:
|